Service Delivery Manager – D2Ops

Remote from: USA
Salary, yearly, USD: 85,000 - 100,000
Department: Project Management
Employment type: Full Time,
Job posted: 13 Jun 2026
Apply before: 13 Jul 2026
Experience level: Midweight
Views / Applies: 12 / 4

World Wide Technology helps organizations discover, evaluate, architect, and implement advanced technology solutions.

Actively Hiring

AI Summary

This Service Delivery Manager role within the D2Ops team at World Wide Technology requires 5+ years of experience in incident, problem, or crisis management. The position involves tracking incidents, communicating with customers and team members, and utilizing tools like ServiceNow and SharePoint. The role offers a competitive salary range of $85,000 to $100,000 and comprehensive benefits. Ideal candidates are independent, detail-oriented, and possess strong problem-solving and communication skills. This remote position provides an opportunity to work in a collaborative, fast-paced environment.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 5+ years of specialized experience in incident/crisis management and project exposure, but does not demand deep technical expertise, making it moderately challenging.

Salary Analysis

AI Insight The offered salary range of $85,000-$100,000 is competitive for a Service Delivery Manager position, aligning with market rates for this experience level. The midpoint of $92,500 is within the typical US range, and the role may include additional variable incentives.

Key Skills

Incident Management Problem Management Crisis Management ServiceNow SharePoint MS Office Project Management Communication Skills Problem-solving Team Collaboration

Cover Letter Sample

I am writing to express my strong interest in the Service Delivery Manager - D2Ops position at World Wide Technology. With over 5 years of experience in incident management and crisis management, I have developed the skills necessary to effectively track and resolve incidents while maintaining clear communication with stakeholders.

My proficiency in MS Office and familiarity with ServiceNow and SharePoint make me well-suited to manage the operational aspects of this role. I thrive in fast-paced environments and have a proven ability to work independently while also collaborating with team members to drive resolutions.

I am particularly drawn to WWT's commitment to innovation and its culture of belonging. I am confident that my problem-solving skills and attention to detail will contribute to the continued success of the Solutions Consulting & Engineering team.

Thank you for considering my application. I look forward to the opportunity to discuss how my background aligns with the needs of your team.

Possible Interview Questions

Describe a time when you managed a major incident from detection to resolution. What steps did you take?

I once managed a critical outage affecting multiple clients. I immediately activated the incident response team, communicated status updates every 30 minutes, and coordinated with technical teams to identify the root cause. Within 2 hours, we implemented a fix and conducted a post-mortem to prevent recurrence.

How do you prioritize incidents when multiple high-severity issues arise simultaneously?

I assess impact and urgency, focusing on issues affecting the most users or revenue. I delegate tasks to team members based on expertise and communicate priorities clearly. I also ensure stakeholders are informed and escalate if needed.

Can you give an example of how you improved an incident management process?

In my previous role, I noticed that incident documentation was inconsistent. I created a standardized template and implemented a review process, which reduced resolution time by 15% and improved post-incident reports for management.

How do you handle communication with non-technical stakeholders during a crisis?

I provide regular, jargon-free updates focusing on impact, actions taken, and estimated resolution time. I listen to their concerns and adjust communication frequency based on their needs, ensuring they feel informed and supported.

Describe your experience with ServiceNow or similar IT service management tools.

I have used ServiceNow extensively for incident, problem, and change management. I configured workflows, created dashboards for real-time visibility, and trained team members on best practices. This improved our SLA compliance by 20%.

Qualifications

5+ years of Incident Management, Problem Management, or Crisis Management experience required
Exposure to technology projects and project management
Advanced Skills in MS Office applications including Excel, Work, and Outlook
ServiceNow and SharePoint experience is a plus
Ability to work independently and aggressively track incidents
Excellent documentation skills and attention to detail
Ability to communicate well with customers and co-workers
Ability to work in a team environment
Strong problem-solving skills
Strong communication skills (written, verbal, and presentation)

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $85,000.00 to $100,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email [email protected].

#LI-AF1

#LI-Remote

Qualifications

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world’s most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT’s culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

This position will be focused on providing operational oversight on Managed Services clients and assisting on all aspects of multiple high-priority projects and incidents, which often requires considerable resources and high levels of functional integration. This position will include an on-call rotation schedule with team members to provide 24X7 support for Managed Services Critical issues.

Responsibilities

Integrate with Managed Services teams to include Managed Services Customers
Escalation point 24x7x365 for all Managed Services operational issues
Provide operational oversight to multiple Managed Services Clients
Attending all internal and external meetings related to assigned customers
Experience in ITIL Service Management practices, including Incident, Change, Request and Problem Management
Daily review of all incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned clients
Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients
Prepare and conduct weekly operations meetings for all assigned Managed Service Clients
Assist in preparing Operational reporting for the Monthly and Quarterly meetings
Manage Infrastructure Services Escalation bridges
Create and present Root Cause Analysis for all Critical Incidents
Work closely and support Process and Compliance leadership
Create and update documentation including Standard Operating Processes and Procedures
Perform training of Command Center processes to new employees across Professional Services
Build, develop and maintain OEM and Vendor relationships as needed